Order Fulfillment Specialist
Bethesda, MD

Job Description

Job Description

Description

SAIC is seeking qualified candidates to support National Library of Medicine (NLM) Office of Computer and Communications Systems (OCCS) for IT technical support services, systems engineering and architecture, application development, and facilities management.

The Order Fulfillment Specialist is responsible for planning, analysis, development, implementation, maintenance, and enhancement of systems, programs, policies, procedures, and tools to ensure accountability of IT assets. Functions may include developing policies and procedures to ensure procurement and distribution of IT assets, to receive, service, and track orders, respond in a timely manner to delivering items on time, maintaining customer records, record transactions, and respond to customer inquiries in a timely manner. Have a customer-first attitude. Oversees order fulfillment operations, administration and distribution. Ability to work with other departments with a team spirit to effectively meet customer service needs. Possess strategic thinking and implementation. Responsible for strategic processes throughout the organization, drive, track, and deliver against cost savings targets, and present results to management on a periodic basis. Develop and monitor strategy implementations. Responsible for development and implementation of organizational-wide procurement and IT strategies, supporting overall organizational strategies. Develops and implements processes for order entry and tracking, ensuring that customer information is maintained. Ensures that agreements, licenses, and warranties are tracked and reviewed for expiration or renewal opportunities. Directs and oversees the distribution of products, including shipping, and returns, including delivery time and follow-up. Analyzes inventory and/or service levels to ensure consistent order fulfillment and minimize costs. Ability to manage demand volatility, improve demand-planning processes, and realize forecast accuracy. Ability to sense or forecast changes in demand and adapt accordingly. Ability to develop and implement programs to ensure that users understand and adhere to policies and procedures.

Functions commonly performed by employees in this specialty may include:

* Process incoming purchase orders to ensure accuracy of product and pricing
* Prepare quotes based on requests from internal and external customers
* Provide basic product knowledge, pricing, and shipping information to customers as needed
* Maintain accurate customer records
* Maintain superior level of accuracy while performing any task, particularly order management
* Receive, confirm, and follow-up on customer purchase orders
* Create, confirm, follow-up, maintain orders and projects
* Close outstanding orders as they are completed
* Manage and execute order change requests with accuracy with a customer-first attitude
* Monitor and close outstanding vendor issues
* Ensure delivery of purchased orders to agreed locations
* Act on order deviations while keeping all stakeholders informed of any changes that may impact their ability to meet customers' needs (i.e. new delivery dates from suppliers, new delivery plans from customers)
* Create, confirm, follow-up, initiate, and close deliveries
* Monitor and close outstanding invoicing issues
* Handle claims issues according to work instructions
* Initiate internal improvement tasks
* Excellent customer service skills

Qualifications

REQUIRED:

A Bachelor's degree in a technical discipline and at least 5 years of experience of order fulfillment in a technical environment similar to technical support services including IT Desktop Services, IT Network Services, System Engineering and Architecture Services, Facilities Management, Software Development. An additional five (5) years of full-time technical related broad experience can be substituted for the degree.

Must have extensive knowledge and experience in operations and fulfillment industry practices.

Must have demonstrated ability to manage a team.

Must work effectively as part of a team; as well as communicate effectively with team members, managers, and Government personnel.

Must have excellent customer service skills.

Must possess exceptional interpersonal skills and superior oral and written communication skills.

DESIRED:

No specialized certifications required. A+ or comparable hardware/software certification and/or formal training is a plus.

Knowledge of NLM OCCS organization and IT Support missions

* Desktop Support
* Network Operations
* System Services - System Engineering and Architecture
* Application Services - Software modernization
* Facilities management

Knowledge of NOAA IT Security Program

Project Management experience

Sufficient Knowledge of SAIC Enterprise IT and Cyber Security Services in order to identify applicability and benefits to LM OCCS

Experience working with Scaled Agile Framework (SAFe), Kanban, and Scrum

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability